Maurice Matthew UX/UI Product Design

Background · Company devices used for operations

Whether it’s a device used for navigating during a route, or a health care worker using a device to communicate with others while on a shift, company assigned devices have become a crucial part of operations while on the job.

Opportunity · Hardware and productivity costs from users signing into every app

Some workers rely on a series of applications that help them get the job done. But each app requires user authentication to access critical information directly relating to their role and responsibilities.

Every shift, users spend unproductive time logging in to each app.

Complex system · A setup in pieces

Do to the architecture of MobiControl, IT Admin would need to relocate towards 5 touch-points in the product to get Shared Device with Single Sign-On up and working in no particular order; Profiles to configure Microsoft Authenticator SSO; Apps Policy to configure Microsoft Authenticator with Shared Device and SSO capabilities; Microsoft 365 to provide the device access to Microsoft applications; Directories to properly configure user groups with the application needed for these features; and Shared Device configuration to bind everything together.

Access to user info for sharing a device

Configure connection to applications under Single Sign-On

Push an application to devices capable of Single Sign-On

Setup an app for passwordless sign-in for various accounts

Enable Shared Device mode on devices

System thinking · One ID to rule them all

To allow the system access to features necessary to perform Single Sign-On and Shared Device mode on the devices, a connection to the required APIs needs to be established through the use of a unique identifier. To ensure that all required settings and data are properly connected, this unique Tenant ID must be placed in three areas within the full configuration workflow.

Directory details

instead of provisioning individual devices for each employee (e.g., frontline workers, retail staff, or shift workers), companies can provide one device per shift or per station.

Conditional access

With a 1 to many log in experience, shift workers no longer have to waste time at the beginning of logging into every app needed for work.

App configuration

instead of provisioning individual devices for each employee (e.g., frontline workers, retail staff, or shift workers), companies can provide one device per shift or per station.

The challenge · An unclear workflow

Strain on cognitive load

There is no guidance. For each pre-requisite there are required inputs needed to ensure the configuration works on devices. With the length of the entire configuration, users are required to know not only what to do without guidance, but also are asked to input the same value across the whole configuration manually.

Low visibility of system status

With the interconnection from one area of the product to the next, there is no communication to the user about what needs to be configured, already active, and if something is broken.

How might we reduce cognitive friction for IT Admin configuring SSO and Shared Device to reduce device costs and increase employee productivity?

User flows · Key "happy paths"

Push app to devices

Creating access from the product to resources

Accessing user information

Assigning an app to do single sign-on

UX advocating · Stakeholders' approval to simplify Shared Device mode and SSO setup

Those that will be using SSO and Shared Device mode are our end users, but those who would be configuring this feature for them would be IT Admin within their oganization. As another user segment for this feature, they require a simple and seamless experiencee as well. With other similar features, the product would have the user relocate to other areas within the product to get all the pre-requisites set up. As we pushed to have the entire configuration under one location, the team needed the senior stakeholders to green light our flow to this "one-stop-shop" solution.

Iteration 2 · Everything in one view

With all the dependency issues that may come up from allowing our new "one-stop-shop" configuration modal to send the application capable of SSO down to the device, we decided to keep it separate and guide the user to this configuration later if the system realizes that they do not already have it.

The solution · clarity and guidance

One location

With the pre-requisites being placed all underneath the same umbrella, this allows users a more efficient workflow.

System status

By communicating to users the status of their configuration, they are able to see whats working, and what's not working.

Guidance

With this design, we clearly communicate the process to users, and help them understand the dependencies that exist, from this configuration, and the rest of the system to help prevent errors.

Reduce cognitive load

The team and I set mechanisms to check if there are values that has already been stored by the user, to reduce the amount of effort on their end and help prevent errors.

Results · Clear setup to smarter resource use

This feature resulted in our users efficiently and securely setting up this feature, and our customers increasing employee productivity without limiting their security needs, with champions being Fortune 500 organizations in the healthcare and retail space.

Clear setup

With a simplified workflow, users can feel confident while setting up their system with this feature, lowering reliance on help desk, and reduces errors.

Increase in productivity

With a one to many log in experience, shift workers no longer have to waste time at the beginning of their shift logging into every app needed for work.

Lower device costs

Instead of provisioning individual devices for each employee (e.g., frontline workers, retail staff, or shift workers), companies can provide one device per shift or per station.

Satisfies business goals

With the complexity of our system being regularly communicated by our customers, the business aims to provide users a more guided experience than what has been provided in the past.

Next steps

1. Look for opportunities to improve the experience

After launch, the team will monitor this feature's performance. We'll analyze support tickets coming in and collect data during customer interviews to look out for any gaps in which we can improve the experience for our users.

2. Scale this design towards Android devices

iOS devices were the first to adopt this, 'one-stop-shop' approach. Next would be for me to work with the Android development team to get this feature up and running for Android devices as well. Most devices licensed within the system are Android devices, so this would be a great advantage to the business.

3. Build a full screen environment for configurations

This configuration modal follows the conventional view for configurations that will be pushed down to devices. But as we look for ways to improve and update our design system, the goal will be to offer the user a full screen view to configuring this setup, allowing them more visibility, making it easier for them to compare and manage values.

Feature learnings

1. Advocating for better UX

At the beginning of this feature, the expectation would bring the IT Admin all over the product to configure Shared Device Mode and Single Sign-On - creating a very broken, and unguided experience, which left many room for error. Through pushing for improvements to the user's experience the team and I were able to craft something that challenged other configuration within the product and push for better experiences.

2. Working with complex systems

With the level of complexity within the product, I got the opportunity to work, not only close to Product Managers, Designers, and Developers, but also Senior stakeholders and those from the architecture team. With so many facets to this feature, I had to ensure that senior stakeholders were okay with us breaking the norm, and that we were upholding the credibility of the system to satisfy the Architecture teams goals.